Jas Rai Email & Phone Number

Burnaby, British Columbia, Canada

Burnaby, British Columbia, Canada

Operations:- Championed the IBC Customer Experience in order to drive customer retention and increase customer satisfaction- Guiding the team in effective client issues resolution / escalations- Developed listening points in the customer journey, defined segmentation of customer base andvarying strategies, and identified opportunities for continuous improvement - Determined Tech Support Call Center operational strategies by conducting needs assessments, performance reviews, capacity planning, identifying and implementing new technologies and best practices.- Ensure IBC Tech Support Call Centre targets including Service Levels, Customer Experience, AHT, Calls per day, Average waiting times and Abandon rates are met.- Accomplished IBC objectives by recruiting, training, coaching, counseling employees.- Administered scheduling systems, communicating priorities and job expectations.- Provided input, document requirements and support the design and delivery of training programs.-Partner with Engineering Teams and Product Management to ensure proper feedback loop fromcustomers. Used Engineering Change Notice/ Jira Tickets to effectively manage change management.- Returns (RMA) policy updates, standardization , process improvements , reporting and documentation.Projects - SUGAR Customers Relationship Management (CRM) implementation - to maintain database and case history for IBC customers-Genesys PureCloud implementation (VOIP) - ensuring use of the latest cloud technology for a seamless customer journey within Rheem.-IBC Customer Experience framework created for IBC to align with the Rheem strategy in order to drive customer retention and increase customer satisfaction. Defined segmentation of customer base and varying strategies. -Parts Inventory Improvement: Min/Max for Tech Support Parts, Inventory Forecasting and pricing.

Burnaby, British Columbia, Canada

Worked as Manager (TechCentre) at Microserve , Burnaby – an IT solutions company rooted in a philosophy of long-term partnerships and continuous innovation. Microserve has delivered IT solutions to prestigious clients across BC and Alberta (like Health Authorities , ICBC , SFU and UBC) for over 30 years. Managed a team of 3 Team Leads, 1 Inventory /RMA Specialist, 20 IT Technicians and 9 Warehouse Associates at TechCentre. Handling 3 chevrons - Configuration Management, Assett Recovery and Warehouse Operations. Handling annual volumes of imaging and shipping approx. 50K Laptops/Desktops/Printers and 40K Monitors/Tangents with an estimated business value at $ 100 Million.Job Responsibilities include: Managing the following teams in TechCentre:o Warehouse Distribution Centre (DC) functions-Receiving and shipping of incoming and outgoing devices and inventory control o Config Team- Imaging, Software uploads and related troubleshooting o Assett Recovery – ensuring Data Integrity of returned devices and handling lease returns/redeploys. Ensuring all SLA’s are met including Total throughput and Client SLA’s .  Staff, train, evaluate and develop team members -in adherence to all policies and legislation and tools like Connectwise and Shiplink.Assisted in project management of the new DWPA software with NTT. Arrange optimum staffing levels based on volume fluctuations. Promote open communication, teamwork and employee engagement through SMILE team Identify and communicate inventory non-conformities (Imbalances/damages). Operational Efficiency- Ensured that all SLA's were adhered to in Warehouse/Config/AR for TRP, iMAC and SMB orders, Handled numerous rush projects for client (COVID19) as per deadlines. Process Improvement : Quality Control and CLCA  Team Professional Development - Focus on Kaizen, Six Sigma DMAIC, 5S Lean - so as infuse a culture focused on innovation and change management with a customer first approach.

Vancouver, Canada Area

Worked at M.E.C (Mountain Equipment Coop) – Canada's largest supplier of outdoor equipment with stores in 23 cities with over 4.3 million members in Canada and internationally. My role was as the Supervisor (Operations) at the MEC Western Distribution Centre and Warehouse at Surrey(BC) with an inclusive, hands-on, collaborative group that connects people with quality products to encourage active outdoor lives. Handling a team of 65 and an inventory of approx. $40 million. Always learning, and my co-workers inspire me to try something new always- like riding in a Fondo, bouldering or paddleboarding. Job Responsibilities include:• Expertise in managing all Distribution Centre (DC) functions-supervising the warehousing and shipping of incoming and outgoing materials, Web(E Commerce) orders and Service Centre support. Ensuring all SLA’s and targets are met including Total throughput, Dock-to-Stock, Pick-to-Ship and SODA Processing.• Staff, train, evaluate and develop team members -in adherence to all policies and legislation.• Assist in implementation of the new ERP software and hardware system to replace the AS 400.• Plan DC staff workload and arrange staffing levels based on volume fluctuations.• Promote open communication, teamwork and employee engagement in an unionized environment.• Identify and communicate inventory non-conformities (Imbalances/damages).• Promote a smooth operating, safe, secure place to work.What I bring to M.E.C:• Strong leadership abilities- always inspiring my team members to grow and thrive• Project implementation experience using the Prince 2/PMP methodology• Advanced expertise in Windows, Excel, Word, Outlook and Warehouse softwares including AS 400, ERP and D365 systems• Use of LEAN methodology in day to day operations with a focus on the 5S's. • Experience in GEMBA walks and Kaizen to ensure team feedback and participation in continuous improvement initiatives.

Vancouver, Canada Area

Privileged to lead the Technical Support Operations Team in Canada, US, and India; compromising of 12 managers and 300+ front-line direct reports. This Team was responsible for providing technical support and customer service to American & Canadian Customers; handling over 6,000 calls per day, servicing 1.8 Million Customers annually, with an estimated business value at $ 900 Million. Achieved desired First Call Resolution (FCR) goals, Upselling targets, SLA’s, and Departmental targets. Focused efforts on training, implementing latest tools and upselling techniques. Headed the Customer Experience Improvement & Customer First Campaigns across all Dell Badged Consumer Technical Support Sites SME on TSO Business Processes; leveraged in-depth disciplinary knowledge supporting Business Verticals across the organization, Tech Support/Coverage, and Business Strategies. Also project managed the implementation of SIEBEL CRM for Dell, Mohali. Lead the Dell Badged & Partner (Out Sourced Service Provider) Training Teams for International Dell Teams; closely tracked and secured seamless business for NHT and NPI /Vitality trainings.  Worked globally with different OSP Partners, providing Training Support, and secured Process Standardization with ISO/Training Quality; including Convergys, SITEL, Sutherland and Allorica.  Lead the Innovation chevron for technical support; innovated effective customer handling techniques, designed new/simplified agent tools, and new strategies to safeguard Customer Effort Reduction. Planned OOP (Out of Plan Queue) Strategy to increase Margins; implemented Warranty Training for TS/Retail queues with special focus on Dell Preventive Maintenance Contract/Premium Resolution.  Winner of the Caring Leader Award (2012), GOLD Award (FY12/15), Area Manager (2007/2009), Global Reinvention Award , Inspiron Award (2009) and the Silver Award (2010). Successfully launched Convergys (Pune/Kuala Lumpur), Allorica (Manila/China) and OOP Queues

Surrey,Bc,Canada

Direct oversight of 3 Processes for one of the largest BPO’s in Canada; including MCI (WorldCom), Amazon.Com and Target. Processes involved inbound call handling, outbound dialing and back-end processing. Successfully achieved Customer Satisfaction Goals, SLAs, Team Productivity, and AHT. Focused efforts in improving workflow efficiency, collaborating on innovation initiatives, and projects dedicated to increasing quality deliverables.  Deployed a Team Development approach with a focus on succession planning, skills training and mentorship.  Managed an In-language Team responsible for handling 10 different languages for MCI-WorldCom. Involved with direct interface with clients; reviewing overall process, status on the transition process, ongoing improvements, increased C-Sat, and defining parameters for evaluation.  Successfully maintained zero Executive & Client Escalations as Area Manager at Amazon/Target.com. Recognized as the Top Supervisor (2003/2005) and Top In-language Supervisor (2003/2004).  Honored Winner/Recipient of the Most Valuable Player Award for Amazon (2006).